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Customer Support Representative I
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Salary
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- Madhapur, Hyderabad, India
- 35299
Job Description
Overview
Rapiscan Systems, an OSI Systems, Inc. company, designs, manufactures and markets security and inspection systems worldwide. Our products are used to inspect baggage, cargo, people, vehicles and other objects for weapons, explosives, drugs, and other contraband. Rapiscan Systems security and inspection devices can be found in a wide range of locations such as, airports, border crossings, railway stations, seaports and terminals, government and military installations and nuclear facilities. As the world’s leading security screening provider, Rapiscan Systems provides state-of-the-art products, solutions, and services to meet our customers’ most demanding threat detection needs.
Responsibilities
Qualifications
Rapiscan Systems, an OSI Systems, Inc. company, designs, manufactures and markets security and inspection systems worldwide. Our products are used to inspect baggage, cargo, people, vehicles and other objects for weapons, explosives, drugs, and other contraband. Rapiscan Systems security and inspection devices can be found in a wide range of locations such as, airports, border crossings, railway stations, seaports and terminals, government and military installations and nuclear facilities. As the world’s leading security screening provider, Rapiscan Systems provides state-of-the-art products, solutions, and services to meet our customers’ most demanding threat detection needs.
Responsibilities
Summary
We are looking for a dedicated and highly professional Customer Service Representative to join our global Call Center team. The ideal candidate will be focused on delivering exceptional service across all channels (Calls, Emails, Chats), proficient in handling transactional requests like sales orders and quotes, and possess a strong analytical approach to resolving customer needs. This role requires adherence to company values and flexibility in working rotational shifts to support our global customer base.
Key Responsibilities
Customer Interaction & Service Delivery:
- Handle a high volume of customer interactions efficiently and professionally across all channels: Calls, Emails, and Chats for a Global customer base.
- Analyze customer requests thoroughly and determine the appropriate action or solution, demonstrating strong problem-solving skills.
- Provide clear, concise, and accurate information to customers on products, services, and policies.
Transactional and Administrative Support:
- Accurately and promptly process customer requests, including the creation of Sales Orders, Quotes, Work orders and RMAs (Return Merchandise Authorizations).
- Maintain high standards and demonstrate excellent quality of work in all transactional and communication activities.
- Be flexible to work on multiple tasks as per the business needs and evolving priorities.
Collaboration & Reporting:
- Effectively collaborate with internal departments and cross-functional teams (e.g., Logistics, Sales, Operations etc) to resolve customer issues and ensure smooth service delivery.
- Reporting directly to the Customer Service Team Lead, providing updates and escalating complex issues when necessary.
- Adhere to company values and operational guidelines in all professional interactions.
Qualifications
Education: Pursuing Graduation Degree
Experience:
- Must have at least 2 years of experience working in a Contact Center environment.
Core Competencies:
- Excellent communication skills (verbal and written) with the ability to maintain a professional and empathetic tone.
- A demonstrated commitment to maintaining an excellent quality of work.
Technical Knowledge (Advantageous):
- Experience working with Contact Center and CRM tools such as Microsoft D365, Service Max, Microsoft CRM, and/or Genesys is a plus.
Working Conditions
- This is a 5-day working role with 2 rotational offs.
- Must be comfortable working in rotational shifts to support global operations.
- Preference will be given to candidates who can align their schedules to cover key business hours in time zones like GMT and PST.
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